Hey there @Jodiearthurson!
Welcome to the Community and thank you for your post!! 🙂
I can see what a tight bind you are in, seeing that you are leaving for overseas very soon! I'm really disappointed to hear that you had such a poor experience through Brightstar, I'd be equally upset. 😔 By any chance, were you able to complete the upgrade to a new device in store? That would definitely be the quickest and most efficient way to get a new phone in a timely manner.
Also, I'm not sure from your last message as to whether or not the situation was escalated with Brightstar. If so, it typically takes them 48 hours to reply. If it has been more than 48 hours since the escalation was submitted through Brightstar, I just noticed your latest post. Feel free to send us a Private Message to @CommunityHelps at your earliest convenience so we can assist! For more information on our Private Messaging system, please CLICK HERE.
Absolutley the worst program Rogers has to offer. Took me 6 months in order to get a simple phone screen replaced. Nobody is able to help through brightstar and they keep re-directing you to Rogers and then Rogers re-directs you back to brightstar. It's a program that cost you 13 dollars a month and if it was offered to me for 1 penny I still wouldn't pay them. I have since cancelled my service and I do not recommend it to anyone! Please get a new program for device protection Rogers this company is going to ruin yours! I would rate it 0/10!
This protection plan is a joke. I dropped my phone and smashed the screen almost 2 weeks ago. They are still processing the paperwork to fix it. They have denied the paperwork 3 times now. First time because I hadn't signed it and the second time they said the incident date was never entered. Now I am being told that my incidents don't match (I have only ever written October 31st). Apparently, they have a different date in their system and this is my fault. Now I have to wait another 2 business days for them to review this date change.. cause that should take 2 days. Not to mention we have had rain almost every day for 2 weeks and brightstar told me if there is any water damage to my phone I would have to pay 200 for a new one. It's a joke. It only takes around 1 hour to fix a smashed screen and it would have cost me $100 somewhere else to have it fixed on the spot. Imagine if I had lost my phone! It's going to cost me $200 to get another and 2 weeks? Absolute joke. So unbelievably disappointed. DO NOT RECOMMEND!
They refuse to fix my Galaxy A5 that doesn't charge. When my HTC Touch Diamond broke back in 2009 I called and got a HTC Magic to replace with. I heard since then Rogers switched to Brightstar, please switch back. Also this is ridiculous I have to wait 2 hours on hold to talk to an agent to complain!!!
Rogers please switch back to the other company you used when I got my Touch Diamond replaced and you switched to BrightStar!!!